Independent Assessor (IA), Dame Gillian Guy, has published her annual report of FOS for the year 2020-2021. The report looks at complaints received about the FOS and highlights areas for improvement. Key learning points include:
- Communication
- FOS should be mindful before making promises to customers to ensure they can be fulfilled
- FOS shouldn’t give advice which the FOS might be liable for if relied upon
- In certain instances, it is important for the FOS to explain the implications of accepting a Final Decision
- FOS’s update templates are impersonal and could be more tailored to the individual and the case
- Call handlers should be aware of noisy backgrounds when speaking to customers about sensitive matters
- Timeliness
- FOS should not give false hope and should provide real timescales
- FOS must make sure to identify cases as a priority by not only flagging up on the case system as a priority, but also taking positive action to progress it as such. The file should be checked when the consumer chases for a progress update to spot whether the prioritisation hasn’t in fact happened and to swiftly make sure it does
- Adequacy of investigation
- FOS must lead the investigation and not allow representatives or other parties to dictate the course of the investigation
- FOS must not allow a customer’s conduct to cloud judgement on issues raised
- FOS must set boundaries of what is within its power – by being overly helpful it may give customers false expectation of what it can do
- FOS must ensure content such as video footage that is provided by a party is saved to the case management system to reduce the risk of it not being available later, especially given the current delays
- Adherence to FOS process
- FOS, when considering trouble and upset must think about the personal impact that any poor service has had on the individual
- FOS must ensure that cases do not fall through the net when staff are on extended leave
- FOS’s approach to sharing information that a party has deemed confidential/sensitive seems inconsistent and problematic for everyone involved. It may want to revise its internal guidance
- It is important that the FOS’s staff are aware of the IA’s remit so as to manage customers’ expectations when coming to the IA’s office
- Fairness
- FOS should ensure that the file is fully reflective of the case history as if all communication is not on file it may appear that the FOS has something to hide and is not being even-handed
- Conduct
- When there is a change of case handlers the FOS must prepare the customer and manage expectations to ensure a smooth transition, especially if there is to be a change of outcome in the assessments
- FOS must ensure that process doesn’t take precedence over listening to a customer’s frustrations
The IA also identified vulnerable customers and stepping in early as areas for the FOS to focus on.
The FOS has responded to the IA’s report, highlighting what it has been doing to act on the insight and feedback received.